This article explains an important industry change affecting SMS text messaging, what Case Status is doing on your firm's behalf, and the best practices you can follow to make sure your messages reliably reach your clients.
Please note: This applies to SMS text messages only. In-app messaging through the Case Status mobile app is not affected by these regulations.
What is A2P 10DLC and why does it matter?
A2P stands for Application-to-Person — any time software (like Case Status) sends a text message to a person. Major U.S. carriers including AT&T, T-Mobile, and Verizon have introduced new self-regulated requirements that all businesses sending A2P SMS must register their messaging campaigns. These rules are designed to reduce spam and protect consumers.
Case Status partners with Twilio, the industry's leading SMS provider, to deliver messages to your clients' phones. Like all SMS providers, Twilio is required to enforce these carrier rules. This is not specific to Case Status — any SMS platform you use will be subject to the same requirements.
What Case Status handles on your behalf
Case Status manages the registration process for your firm with Twilio. This involves three required steps, each of which requires approval:
Creating a business profile — verifying your organization's identity and registration details.
Creating a brand — establishing your firm as a recognized sender.
Creating a campaign — registering the specific messaging use case (client updates and communications) under your firm's profile.
For firms onboarded before these regulations came into effect, Case Status has been working proactively with Twilio to register existing numbers and campaigns. This is a significant effort and we are committed to representing your firm throughout the process.
What your firm needs to provide
To complete registration, Case Status needs to collect specific information from your firm. All fields below are required — please review and have these details ready.
Business profile
Business name
Physical address (street, city, state, postal code, country)
Business type (e.g., LLC, Corporation, Non-Profit, Sole Proprietorship)
Company type (Private or Public)
Stock ticker and exchange (if publicly traded)
Tax ID / EIN — required; other registration numbers will not be accepted
Industry and website
Regions of operation
Authorized representative: name, title, email, job position, and phone number. This person must be publicly verifiable as an employee of your firm (e.g., listed on your website, a government site, or a business social media account).
Brand
Company type (Private, Public, US Non-Profit, or US Government)
Stock ticker and exchange (if publicly traded)
Campaign
Your campaign submission must include:
Campaign description — a clear explanation of the campaign's purpose, including where and how clients opt in. Vague descriptions will be rejected.
Example of a good campaign description"This campaign sends messages to clients who have retained our firm and signed a client agreement that includes opt-in consent to receive text messages. We use these messages to provide case status updates and schedule calls."
Example of a poor campaign description"This campaign sends messages to clients to discuss their cases."
Two sample messages — these should reflect actual messages sent to clients. Use brackets for templated fields (e.g., [Client Name]). Do not use placeholder text. Include opt-out language where applicable.
Message content flags — indicate whether messages will contain embedded links and/or phone numbers.
Opt-in consent description — a clear description of how and when clients consent to receive messages.
Example of good opt-in consent language"Clients provide opt-in consent when signing their client retainer agreement, which includes explicit authorization to receive text messages from our firm. The opt-in occurs at [firm website URL]. By submitting, clients authorize [Firm Name] to send text messages. Message and data rates may apply. Consent is not a condition of representation. [Link to terms and conditions]"
SMS opt-in requirements
Your public website and client terms should clearly state that clients are opting in to receive text messages from your firm. A compliant opt-in system should include all of the following:
Program name or description of the messages that will be sent
The organization sending the messages
Fee disclosure (e.g., "Message and data rates may apply")
Message frequency disclosure (e.g., "Message frequency varies")
Customer care contact information
Opt-out instructions (e.g., "Text STOP to cancel")
Link to your Privacy Policy
Link to your Terms and Conditions
An unchecked checkbox that the client must actively select to agree to receive SMS messages — this cannot be pre-selected
Please consult with your legal advisors to ensure your opt-in process meets all applicable requirements for your firm and jurisdiction. Further guidance is available in the CTIA Messaging Principles and Best Practices.
Best practices to ensure message delivery
Beyond registration, the content and format of your messages also affect whether they are delivered. Follow these guidelines whenever sending messages through Case Status.
Encourage app adoption
Case Status typically sees app adoption rates between 75–85%. Messages delivered through the app are not subject to A2P SMS filtering — they are delivered via push notification instead. The higher your app adoption, the fewer messages are subject to these regulations.
Include opt-in language in your first SMS
The initial SMS sent to a new client should include a link to your public client terms, which should explicitly state that by being a client of your firm, they are opting in to receive text messages.
Follow message formatting guidelines
Even with high app adoption rates, some clients will receive messages via SMS. Write all messages as if they may be delivered by text.
Do not use URL shorteners. Avoid services like TinyURL or free Bitly links. Where possible, use URLs from a domain your firm controls.
Avoid emojis and unnecessary special characters. These are commonly used by spam senders to evade filters and will flag your messages.
Check grammar and spelling. Poorly written messages are more likely to be filtered.
Avoid excessive capitalization. Writing in ALL CAPS is a common spam pattern.
Avoid forbidden message categories
The following types of content are prohibited in A2P SMS messages and will result in filtering or blocking:
High-risk financial services (e.g., certain loans, cryptocurrency)
Third-party lead generation services
Debt collection or forgiveness
"Get rich quick" schemes
Illegal substances or articles
Prescription drugs
Gambling
Content referencing sex, hate speech, alcohol, firearms, or tobacco
Frequently asked questions
Can my firm get an exemption or extension?
No. Carriers cannot grant exemptions or extend the registration deadline. All registrations must be completed by July 5, 2023 to avoid message blocking.
Why is Case Status enforcing this when another service hasn't mentioned it?
These requirements apply to all SMS platforms — not just Case Status. Any application sending A2P SMS in the U.S. is subject to the same carrier-mandated rules. If another provider hasn't communicated this, they will still need to comply.
Do I need client consent before sending a text message?
Yes. Consent is required before sending SMS messages to any recipient. You should also have a system in place to record when and how that consent was given.
Can I use a registration number other than my EIN?
No. A Tax ID / EIN is required for A2P 10DLC registration. Other business registration numbers will not be approved.
Is opt-out language automatically included in messages sent from Case Status?
No. Opt-out language must be manually added to any templates or messages you send. It should appear in every message.
What keywords trigger an opt-out?
The following keywords are recognized: STOP, UNSUBSCRIBE, END, QUIT, HALT.
If a client texts STOP, does that opt them out in Case Status?
Texting STOP prevents messages from being delivered to that phone number via SMS, but it does not automatically update the client's preferences in Case Status. You will need to manually opt the client out in the platform to prevent messages from being sent from other numbers as well.